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Service Delivery Processes New Technology and Design

Service Delivery Processes New Technology and Design The search for service quality and the division of work betweenfront office employees and backroom workers as the core of servicedesign are examined. Discussion centres on whether the servers taskshould encompass more backroom work to avoid duplication and delay or bemore limited to reduce turnaround time. Alternative service deliverydesigns are explored and the impact of technology examined. It isconcluded that the task at hand is not merely to select the best designbut a technological migration path allowing the bank to maintain orimprove its competitive position in what has been described asbareknuckle banking. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Service Delivery Processes New Technology and Design

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0265-2323
DOI
10.1108/02652329110144460
Publisher site
See Article on Publisher Site

Abstract

The search for service quality and the division of work betweenfront office employees and backroom workers as the core of servicedesign are examined. Discussion centres on whether the servers taskshould encompass more backroom work to avoid duplication and delay or bemore limited to reduce turnaround time. Alternative service deliverydesigns are explored and the impact of technology examined. It isconcluded that the task at hand is not merely to select the best designbut a technological migration path allowing the bank to maintain orimprove its competitive position in what has been described asbareknuckle banking.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Jan 1, 1991

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